Patients Are Receiving Reminders for Cancelled Appointments. What Should You Do?

In some cases, a patient may receive a reminder for an appointment that was already cancelled by the practice. When this happens, it is important to first verify whether the cancellation was processed and synchronized correctly between your PMS system and TurnUp.

What can you check?

1. Verify the appointment in your PMS system
Check whether the appointment is correctly marked as cancelled, including the cancellation date and time.

2. Verify the appointment in TurnUp
Check whether the appointment is also shown as cancelled in TurnUp. If the appointment still appears as active, this may indicate a synchronization issue.

3. Compare the timestamps
Take note of the time the appointment was cancelled and the time the reminder was sent. This information can help identify the cause of the issue.

When should you contact support?

If it remains unclear why the reminder was sent, or if the issue occurs repeatedly, please contact our support team.

Please include:

• Patient name
• Appointment date and time
• Cancellation date and time
• Time the reminder was received
• The PMS system you are using

📧 support@turnup.be

What can you communicate to the patient?

"We apologize for the confusion. The appointment was correctly cancelled and no further action is required from your side. If you received a reminder, please disregard it."

💡 Tip: If possible, include screenshots of the appointment in both your PMS system and TurnUp. This helps us investigate the issue more efficiently.